Critical Gaps

Once someone has decided to buy your service or give your solution a try you’ve got to step into the support system boldly and strongly with four critical paths: Messaging, interaction, low barriers to entry, and in-depth knowledge of the user. The process of how people buy and why they buy a solution has been … Continue reading Lifecycle Support →

The first contact with a user is the beginning of the lifecycle. I encourage you to think of sales and marketing as support. You are, after all, supporting someone’s decision to buy but you are helping their search for answers and solutions. Buying your solution isn’t good for anyone if it’s not the right solution … Continue reading Lifecycle Support →

If you’re lucky enough to have gotten people into your application do everything you can to support them there. Do not make them go looking for support if you can answer questions there and then. Define tools Sprinkling little “info” buttons around the application is a great way to give people snippets of “what’s this” … Continue reading Lifecycle Support →

I hear it over and over again – “my sales staff isn’t making their numbers.” It is said as if they are on an island by themselves and failing no less. Salespeople are expected to have a gift and perform the mysterious task of selling the product. There’s nothing magical about sales – save for … Continue reading Lifecycle Support →